Firelands Virtual Care

Firelands Virtual Care FAQs

Why use Firelands Virtual Care?

  • It’s convenient. You don’t have to worry about waiting in line or driving in traffic. You can see a licensed healthcare provider wherever you are.
  • It’s easy. Just download the Firelands Virtual Care app and create an account. Then anytime you need us, just log in. It’s that simple.
  • It’s the care you recognize. Backed by Firelands Regional Health System, you’ll see a caring, knowledgeable provider to get you back to doing the things you love.

How can I access Firelands Virtual Care?

Firelands Virtual Care can be accessed from a mobile device (smart phones, tablets, etc.) by going to the Apple or Android app store and searching for “Firelands Virtual Care." Once the app is downloaded, simply set up a user account and complete your patient profile to begin a visit. If you're using your home computer/laptop with a front-facing camera, visit to set-up a user account and complete your patient profile in preparation for a current or future visit. The use of WiFi is recommended when possible.

What symptoms does Firelands Virtual Care treat?

Our providers can see you for a variety of minor illnesses and injuries, including:

  • Bronchitis
  • Cold
  • Cough
  • Diarrhea
  • Fever
  • Flu
  • Headache
  • Minor skin infections
  • Nausea/vomiting
  • Pink eye
  • Respiratory infection
  • Sinus infection
  • Sore throat
  • Sprains and strains
  • Sunburn
  • Urinary tract infection

What are the hours for Firelands Virutal Care?

You never know when, or where you might need non-emergent medical care. Firelands Virtual Care providers are available to help you 24 hours a day, so you can get urgent care when you need it.

What providers will I see?

Firelands Regional Health System providers will be listed first when available and accepting patients for virtual care visits. Wait times for providers is also visible. If health system providers are unavailable or you would like to select another provider from American Well’s Online Care Group, these providers may also be selected at any time.

Firelands Regional Health System on-demand providers include:

  • Dana Valentine, NP
  • Deb Scally, NP

What is the cost?

The total cost of a Firelands Virtual Care visit is $55 or less per visit.

How can my provider assess me if I am not in the office? Is this safe?

While it may seem unusual or different than healthcare that you are used to today, virtual care providers have specialized training to allow recognition of symptoms and diagnosis during a virtual care visit. While this experience may seem unusual at first, the reliability of diagnosis and appropriate treatment are both high in published literature with specially-trained providers.

What is the difference between an “on-demand” visit and a “scheduled visit”?

On-demand visits allow patients to see a provider immediately without a pre-set appointment time. Scheduled visits are scheduled for a later date/time and patients receive reminders prior to the visit to log-in, etc. Your provider will determine when/if a scheduled visit is appropriate should the need arise.

Can prescriptions be sent using Firelands Virtual Care?

Yes. If your provider determines that a prescription is needed, it can be sent to your preferred pharmacy.

Can I request prescription refills using Firelands Virtual Care?

No. This should be accomplished by calling your prescribing provider.

Are controlled substances prescribed on Firelands Virtual Care?

No. This should be accomplished by calling your prescribing provider.

Can my children use Firelands Virtual Care?

Definitely. You will still need to create your own profile first. Then, once you’ve selected a doctor, you’ll be prompted to select who the visit is for. There, you can enter your child’s information for the visit. Firelands Virtual Care is offered for patients 2 years and older.

Will my visit history be retained within the Firelands Regional Health System electronic health record?

Yes. One of the benefits of having our own virtual care platform is the ability to communicate your visit summary information to your primary care provider. This avoids fragmentation of your medical record and allow Firelands Regional Health System to provide better care for you in coordination with your primary care provider. All patients will also receive a copy of their visit summary electronically after their visit.

Are there privacy/HIPAA concerns with Firelands Virtual Care?

Firelands Virtual Care works through a platform supported by American Well ( This platform complies with all privacy/HIPAA rules and regulations and ensures a safe and secure visit for patients and providers. Any privacy/HIPAA concerns should be promptly reported to the Firelands Regional Health System HIPAA Privacy Officer by calling 419-557-6912 (x6912).

Is there a number I can call for technical support?

If you have any other questions or concerns, please call or email the American Well support team at 877-827-6958 or

Firelands Virtual Care

Care is just a click away. Download the app on your mobile device.